March 2007 - otrs - OTRS mailing lists

RE: [otrs] Agent add Note and notifications
by David Sexton 09 Mar '07

09 Mar '07

I thought that note-external is intended to show information coming in from an external source, like a reply from a supplier's helpdesk system. These are also not sent to your customer.... Or is my installation not working properly? Dave -----Original Message----- From: Salvador Manzo [mailto:manzo@usc.edu] Sent: 09 March 2007 16:21 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Agent add Note and notifications You should also be able to change the note to note-external with the same effect. On 3/9/07 04:01, "David Sexton" <David.Sexton(a)sapphire.net> wrote: > Hi Davide, > > From my understanding, the purpose of notes is to add data to the > ticket that agents can see, but the customer cannot. The 'Compose > Answer (email) adds information to the ticket like a note, but also > sends it to the customer. > > Dave > > -----Original Message----- > From: Davide Bortolini [mailto:Davide.Bortolini@dopla.it] > Sent: 09 March 2007 11:02 > To: otrs(a)otrs.org > Subject: [otrs] Agent add Note and notifications > > Hi, > when i add a note to a ticket, by default the owner is notified. Is it > possible to notyfy the customer too that someone added a note?? > > ----------------------------------------------- > Visit us at NISC 8 : 16th to 18th May 2007 : www.nisc.org.uk > > Any opinions expressed in this message are those of the individual and > not necessarily the company. This message and any files transmitted > with it are confidential and solely for the use of the intended > recipient. If you are not the intended recipient or the person > responsible for delivering to the intended recipient, be advised that > you have received this message in error and that any use is strictly prohibited. > > Sapphire Technologies Ltd > Registered office is Globe House, Station Street, Stockton-on-Tees, > Cleveland TS20 2AB Registered in England No. 3183935. > VAT Reg. No. 664 8748 81 > > http://www.sapphire.net > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/

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RE: [otrs] Agent add Note and notifications
by David Sexton 09 Mar '07

09 Mar '07

Hi Davide, From my understanding, the purpose of notes is to add data to the ticket that agents can see, but the customer cannot. The 'Compose Answer (email) adds information to the ticket like a note, but also sends it to the customer. Dave -----Original Message----- From: Davide Bortolini [mailto:Davide.Bortolini@dopla.it] Sent: 09 March 2007 11:02 To: otrs(a)otrs.org Subject: [otrs] Agent add Note and notifications Hi, when i add a note to a ticket, by default the owner is notified. Is it possible to notyfy the customer too that someone added a note?? ----------------------------------------------- Visit us at NISC 8 : 16th to 18th May 2007 : www.nisc.org.uk Any opinions expressed in this message are those of the individual and not necessarily the company. This message and any files transmitted with it are confidential and solely for the use of the intended recipient. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this message in error and that any use is strictly prohibited. Sapphire Technologies Ltd Registered office is Globe House, Station Street, Stockton-on-Tees, Cleveland TS20 2AB Registered in England No. 3183935. VAT Reg. No. 664 8748 81 http://www.sapphire.net

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Upgrading from Source 2.1.3 -> 2.1.6
by Steven Carr 09 Mar '07

09 Mar '07

What is the procedure for upgrading from source, the UPGRADING document doesn't seem to contain any information on this. In particular I know it should be a basic "drop the new files over the top" replacement but which config files to I need to move to one side and then put back when the upgrade is complete. Any help on this would be much appreciated. Thanks Steve -- Steven Carr Engineer - Khipu Networks support(a)khipu-networks.com Secure - Compliant - Infrastructure

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eMails with wide characters blocking mailbox
by Falko Zurell 09 Mar '07

09 Mar '07

Hello, I got an OTRS installation on a Redhat ES Linux 4 box. This OTRS fetches mails from our Exchange 2003 server. Sometimes there are mails with special characters in the subject header. The OTRS PostMasterPOP3.pl will fail on these mails and thus no tickets will be fetched until this blocking mail is removed manually from the Mailbox. The problem seems to be in one of the Perl-Modules OTRS is using. This is the error message I get when running the PostMasterPOP3.pl from the command line: Message 3/17 (helpdesk(a)x1.ads.i-dmedia.com) Wide character in syswrite at /usr/lib/perl5/5.8.5/Net/Cmd.pm line 436. Is there a way to fix this problem? Thanks and kind regards --- Falko Zurell Head of Application Management /i-d media AG Ohlauer Straße 43 D-10999 Berlin Tel +49 (0)30 - 2 59 47 - 357 Fax +49 (0)30 - 2 59 47 - 471 www.idmedia.com _______________________________________________ Board: Regine Haschka-Helmer (CEO), Franz Klose (CFO) Chairman of the Supervisory Board: Christian A. Hufnagl Headquarters: Berlin, Place of Jurisdiction: Berlin HRB 76342 UST-Id. DE812698340 _______________________________________________ This message may contain confidential information and must not be copied, disclosed or used by anybody other than the intended recipient. If you have received this message in error, please notify us immediately by reply e-mail and delete all records of the message from your computer. The views represented in this message are solely those of the author. Neither the author nor I-D Media AG accepts any liability for the contents of this message.

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UI text change
by John Blumel 09 Mar '07

09 Mar '07

I was wondering if there is an easy way to change the label on the Customer Comment field, throughout the Web UI, from "Comment" to "Phone Number"? If not, what's the best hard way? John Blumel

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Agent add Note and notifications
by Davide Bortolini 09 Mar '07

09 Mar '07

Hi, when i add a note to a ticket, by default the owner is notified. Is it possible to notyfy the customer too that someone added a note?? Thanks Davide Bortolini . Davide.Bortolini(a)dopla.it phone: +39 0422 784784 - fax: +39 0422 784788 DOpla S.p.A. Via Nuova Trevigiana, 126 Casale sul Sile (TV) - Italy phone: +39 0422 7848 - fax: +39 0422 784788 www.dopla.it Questo messaggio è stato spedito da DOplaS.p.A. Il suo contenuto e gli eventuali allegati sono strettamente confidenziali e ne sono vietati la diffusione e l'uso non autorizzato. L'azienda non assume inoltre nessuna responsabilità per eventuali intercettazioni, modifiche o danneggiamenti. Qualora il presente messaggio Le fosse pervenuto per errore, Le saremmo grati se lo distruggesse e ce ne comunicasse via e-mail l'errata ricezione all'indirizzo mail.error(a)dopla.it This message is being sent from DOpla S.p.A. and may contain privileged and confidential information intended solely for person to whom it is addressed. If you think, for any reason, that this message may have been addressed to you in error, you must not disseminate, copy, use, disclose or take any action or reliance on it, and we would ask you to delete it immediately without retaining a copy and notify us by sending an e-mail to mail.error(a)dopla.it.

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Agent add Note and notifications
by Davide Bortolini 09 Mar '07

09 Mar '07

Hi, when i add a note to a ticket, by default the owner is notified. Is it possible to notyfy the customer too that someone added a note?? Tahnks Davide Bortolini System Administrator Davide.Bortolini(a)dopla.it phone: +39 0422 784784 - fax: +39 0422 784788 DOpla S.p.A. Via Nuova Trevigiana, 126 Casale sul Sile (TV) - Italy phone: +39 0422 7848 - fax: +39 0422 784788 www.dopla.it Questo messaggio è stato spedito da DOplaS.p.A. Il suo contenuto e gli eventuali allegati sono strettamente confidenziali e ne sono vietati la diffusione e l'uso non autorizzato. L'azienda non assume inoltre nessuna responsabilità per eventuali intercettazioni, modifiche o danneggiamenti. Qualora il presente messaggio Le fosse pervenuto per errore, Le saremmo grati se lo distruggesse e ce ne comunicasse via e-mail l'errata ricezione all'indirizzo mail.error(a)dopla.it This message is being sent from DOpla S.p.A. and may contain privileged and confidential information intended solely for person to whom it is addressed. If you think, for any reason, that this message may have been addressed to you in error, you must not disseminate, copy, use, disclose or take any action or reliance on it, and we would ask you to delete it immediately without retaining a copy and notify us by sending an e-mail to mail.error(a)dopla.it.

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Help with ValidIDs
by Phil Snowdon 09 Mar '07

09 Mar '07

I'm trying to use our existing billing database (Boardtown Platypus) as the CustomerUser Database. Most fields are fine, except I want to use the 'active' field as the validity indicator. Values are Y - valid, N - invalid, H - invalid-temporarily. Looking at Kernel/System/DB.pm it looks like I should be able to set $Self->{ValidIDs} to a correct fixed list rather than looking values up in a 'valid' table. What is the correct location and syntax to do this? I have searched the english list archives. I have tried setting ValidIds => ['Y'] in various places in Config.pm without much luck OTRS 1.3.2 Phil

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Print a ticket question
by Jim McBurnett 08 Mar '07

08 Mar '07

Hello, I was looking at the print ticket function, and I was wondering if there is a way for the agent to print a ticket and exclude the internal notes. The customer user can do this, but there is no way to do this as an agent. Is there a way to make this happen? Thanks, Jim

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RE: [otrs] removing ticket value from subject line
by Salvador Manzo 08 Mar '07

08 Mar '07

Wonderful, thank you. We've only entered about two dozen tickets so far, so it shouldn't be too bad. -----Original Message----- From: "Jeff Shepherd" <jeffs(a)tolisgroup.com> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Sent: 3/8/2007 10:30 AM Subject: Re: [otrs] removing ticket value from subject line Hi, Do it now while you can. I implemented it about a month after the system was running and it did mess things up a bit. Not too bad though, a lot of ticket merging had to happen. Under the Admin section, go to SysConfig. Then, from the pull down menu under Group Selection, select Ticket and then click Show. Click on Core::Ticket. Scroll down to Ticket::NumberGenerator and select AutoIncrement. This will make the tickets only 7 characters. There is an explanation there as well. Hope that helps. Jeff Shepherd Technical Specialist jeffs(a)tolisgroup.com TEL: 480-505-0488 x223 FAX: 480-505-0492 "Success usually comes to those who are too busy to be looking for it" - Henry David Thoreau (1817-1862) Salvador Manzo wrote: > Jeff, > How would you go about shortening it? I'm currently vacillating between > using the full ticket number (I'm using timestamped tickets) or the ticket > ID. I've already got some tickets in the system, and am not sure if I can > flip that particular setting to incremental without doing harm to the > database. > > > On 3/8/07 08:27, "Jeff Shepherd" <jeffs(a)tolisgroup.com> wrote: > > >> Hi Tabitha, >> You can always shorted the ticket number so that you don't have one that >> takes up the whole subject line. That's what I did. It also makes it >> easier to get from customers over the phone and agent-to-agent >> communication as well. >> >> -Jeff >> >> EDV Tekomedia wrote: >> >>> Hello Tabitha, >>> I don't think that it is intended to be changed, because the Ticket >>> Number is the identifier of the ticket. >>> As far as I can see, it is not integrated in the headers of the >>> answering mail, so if you don't answer with the Ticket Number, danger is >>> very great that every answer of the customer is treated as a new ticket >>> instead of being attached to the existing one. >>> I wouldn't do so. >>> Greetings >>> >>> EDV Tekomedia >>> Markus Nagel >>> >>> Tekomedia GmbH >>> Castroper Str.12 >>> D-44791 Bochum >>> >>> T: +49 (0)234 8939-0 >>> F: +49 (0)234 8939-28 >>> >>> ------------------------------------------------------- >>> Tekomedia GmbH >>> Castroper Str. 12, 44791 Bochum >>> Reg.-gericht Bochum HRB 6537 >>> St.- Nr.: 306 5867 0873 >>> Geschäftsführung: Hans-Günter Oberlindober >>> >>> Tabitha Stang schrieb: >>> >>> >>>> Hi, >>>> >>>> >>>> >>>> I¹ve been looking through the sysconfig, but haven¹t been able to figure >>>> this out. >>>> >>>> >>>> >>>> When I compose an answer, the subject line automatically gets a ticket >>>> number, like this: >>>> >>>> Re: [Ticket#2007022010000089] Software >>>> >>>> >>>> >>>> I would like it to have no ticket number, like this: >>>> >>>> Re: Software >>>> >>>> >>>> >>>> How do I change this? >>>> >>>> >>>> >>>> Thank you! >>>> >>>> Tabitha >>>> >>>> >>>> >>>> >>>> ------------------------------------------------------------------------ >>>> >>>> _______________________________________________ >>>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>> Archive: http://lists.otrs.org/pipermail/otrs >>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>> Support orr consulting for your OTRS system? >>>> => http://www.otrs.com/ >>>> >>>> >>> ____________ >>> Virus checked by G DATA AntiVirusKit >>> Version: AVK 17.3139 from 08.03.2007 >>> Virus news: www.antiviruslab.com >>> >>> >>> _______________________________________________ >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> Support orr consulting for your OTRS system? >>> => http://www.otrs.com/ >>> >>> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support orr consulting for your OTRS system? >> => http://www.otrs.com/ >> > > --- > Salvador Manzo [ 620 W. 35th St Los Angeles, CA 90089 e. > manzo(a)usc.edu ] > Auxiliary Services IT, Datacenter > University of Southern California > 818-612-5112 > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > =http://www.otrs.com/ > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/

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